Deck 4: Planning Business Messages

Question 1

When developing a business message,the message should be adapted to your specific audience after planning the message.

Answer 1

True

Question 2

Inexperienced communicators may be tempted to

A)spend too long planning important messages.
B)overestimate the time it takes to complete business messages.
C)dive directly into writing the message without taking sufficient time to plan.
D)waste too much time revising and editing messages.
E)seek excessive input from colleagues when creating messages.

Answer 2

C

Question 3

In order to optimize your writing time,reserve about ________ of that time for revising,producing,proofreading,and distributing your message.

A)15 percent
B)20 percent
C)25 percent
D)30 percent
E)50 percent

Answer 3

C

Question 4

Which of the following is a general category common to business communication?

A)to inform
B)to entertain
C)to negotiate
D)to dictate
E)to punish

Question 5

In general,for internal communication,the higher up your message goes,the

A)more details people want to see.
B)fewer details people want to see.
C)less likely you are to run into ethical problems.
D)more likely you are to run into ethical problems.
E)more ambiguous you should be.

Question 6

Planning is essential when writing business messages because it

A)helps you provide the right information to the right people in the right format.
B)makes the writing process faster and less stressful.
C)can save you from embarrassing blunders that could hurt your company or your career.
D)helps you deliver concise,compelling information that your audience wants and needs.
E)all of the above

Question 7

The goal of the three-step writing process is to help a writer develop messages that are

A)using a variety of mediums.
B)organized based on a direct approach.
C)sensitive.
D)well planned.
E)effective and efficient.

Question 8

In most cases,a message should be deferred or canceled if

A)your news is bad.
B)someone else wants to deliver it.
C)your audience is highly receptive.
D)the time is wrong.
E)you have important information to share,but it could get you into trouble.

Question 9

What are the four tasks involved in planning business messages?

Question 10

During the planning phase of the writing process,

A)adapt your ideas to the audience's needs.
B)determine scope.
C)choose strong,meaningful words.
D)evaluate content.
E)outline coherent paragraphs.

Question 11

Which of the following are elements in the writing phase of the three-step writing process?

A)gathering information
B)adapting to the audience
C)selecting the right medium
D)organizing the information
E)analyzing the situation

Question 12

An example of a specific purpose for a business message would be

A)to impart information to the audience.
B)to inform employees about the new vacation policy.
C)to persuade readers to take action.
D)to obtain audience participation and collaboration.
E)to make a specific point.

Question 13

Most messages should not be sent unless they will

A)bring about a change.
B)increase your chances of being promoted.
C)please your boss.
D)end on a positive note.
E)promote self-interests.

Question 14

How does careful planning of a business message save time?

A)Planning allows the writer to incorporate a wide variety of ideas.
B)Planning allows writers to dive directly into the writing process.
C)Planning reduces rework.
D)Planning allows the writer to produce work that showcases professional qualifications.
E)Planning focuses on one specific goal.

Question 15

Explain each phase of the three-step writing process.

Question 16

Completing the business message includes

A)producing the message,including design and layout decisions.
B)adapting the message to the audience with appropriate writing style.
C)composing the message,including strong words and effective sentences.
D)developing coherent paragraphs.
E)selecting the right medium to deliver the message.

Question 17

When allocating your time among the three stages of the writing process,you should use about a fourth of the time for planning,half the time for writing,and a quarter of the time for completing.

Question 18

The primary audience for your message should always include

A)all who receive it.
B)the key decision makers in the audience.
C)those people with the highest status.
D)those people who represent the opinions and attitudes of the majority.
E)those people who might see a copy of the message at some point in the future.

Question 19

The three primary steps involved in preparing a business message are

A)planning,writing,and completing.
B)informing,persuading,and collaborating.
C)defining the purpose,the main idea,and the topic.
D)satisfying the audience's informational,motivational,and practical needs.
E)outlining,presenting,and following up

Question 20

Which one of the following is an element of the completing phase of the three-step writing process?

A)organizing the information
B)interpreting the research
C)proofreading the message
D)selecting the right medium
E)identifying audience

Question 21

After sending project cost estimates to a longtime client,you realize you failed to include information on some discount options.The best thing to do is

A)take no action.
B)blame someone else.
C)contact the primary audience immediately and correct the error.
D)start looking for a new job.
E)send a follow-up message,but explain that you just received the information.

Question 22

When gathering information for a business message,keep in mind that audiences respond best to information that

A)they could have found by doing their own research.
B)has not been categorized or grouped in any way.
C)has been filtered and prioritized according to their needs.
D)pertains to a broad cross-section of possible scenarios.
E)is confidential in nature.

Question 23

Forecasting your audience's reaction to your message is

A)impossible-there's no way to know what it will be.
B)vital,because potential audience reaction affects message organization.
C)helpful only for internal communication.
D)helpful only for external communication.
E)designed based upon each receiver's potential response.

Question 24

You're writing a proposal to give permission to some employees at your company to telecommute.You know management will be skeptical,so you should

A)be as straightforward as possible about stating your conclusions and recommendations.
B)avoid stating your conclusions and recommendations.
C)use less evidence in support of your points.
D)build your case carefully,stating clear reasons for each conclusion you draw and recommendation you make.
E)be aggressive in making your case,saying that many good employees will leave if the company fails to adopt your proposal.

Question 25

A knowledge-management system

A)helps companies limit the amount of information employees store on the network.
B)enables organizations to test employees periodically to ensure they are doing adequate research.
C)is a centralized database of experiences and insights of employees throughout an organization.
D)is a tool for creating a bibliography when writing long reports.
E)is an expensive scan-and-save system for converting paper documents to electronic files.

Question 26

Describe at least three of the tasks involved in developing an audience profile.

Question 27

When gathering information based on reports and company documents,a ________ is useful.

A)library database
B)product enthusiast
C)conversation with a supervisor
D)journalistic approach
E)knowledge management system

Question 28

The idea of free writing can be used as a(n)________ during the planning phase of the writing process.

A)audience analysis tool
B)discovery technique
C)journalistic approach
D)gathering technique
E)way to determine form

Question 29

When meeting your audience's informational needs,you should emphasize ideas

A)that will be of greatest interest to the audience.
B)that won't cause controversy.
C)that will have the least impact on the audience.
D)that don't need supporting evidence.
E)that the audience doesn't know.

Question 30

Even if nothing will change because of your message,you should send it if you believe it is important.

Question 31

List at least three helpful questions to ask in evaluating the purpose of a message.

Question 32

When analyzing your audience,you should ignore everyone except the key decision makers.

Question 33

A good way to test the thoroughness of your business message is to check it for

A)a main idea.
B)a purpose.
C)the who,what,when,where,why,and how.
D)accuracy.
E)contradictory opinions.

Question 34

One effective informal method for learning more about your audience's information needs is to ask them directly for input.

Question 35

Messages should contain more supporting detail and background information when

A)you expect a favorable response.
B)you and your audience do not share the same general background.
C)you and your audience share the same general background.
D)you are concerned about possible legal action.
E)you are attempting to shift blame.

Question 36

Informal techniques for gathering insights and focusing your research efforts do not include

A)listening to the community.
B)asking the audience for input.
C)distributing questionnaires and surveys.
D)reviewing reports and other company documents.
E)talking with supervisors,colleagues,and customers.

Question 37

A good way to test the thoroughness of your message is to use the ________ to ask whether the message answers who,what,when,where,why,and how.

A)contrarian approach
B)journalistic approach
C)rhetorical approach
D)storytelling approach
E)free writing approach

Question 38

When determining what an audience needs in order to move forward with a recommendation,a writer is

A)considering the audience's perspective.
B)listening to the community.
C)accessing a knowledge management system.
D)engaging in free writing.
E)finding their focus.

Question 39

By forecasting the audience's probably reaction,a writer can better determine

A)who key decision makers are.
B)when to state conclusions and recommendations.
C)level of understanding.
D)attitudes and experiences.
E)best medium for delivery.

Question 40

When determining what you hope to accomplish with a message,you must consider the

A)tone.
B)general purpose.
C)word choice.
D)audience.
E)specific purpose.

Question 41

Which one of the following is the "leanest" communication medium?

A)podcasts
B)text messaging
C)telephone conversations
D)multimedia presentations
E)infographics

Question 42

Briefly describe how to meet an unfamiliar audience's informational needs.

Question 43

Messages can be unethical simply because certain details have not been included.

Question 44

A ________ is the richest communication medium.

A)telephone conversation
B)retweet with a comment
C)video podcast
D)face-to-face conversation
E)text message

Question 45

Phone calls are

A)incapable of conveying nonverbal signals.
B)only acceptable for external communication.
C)capable of offering the give-and-take of in-person conversations.
D)no longer practical due to IM and texting.
E)preferable to electronic media when you need a permanent record.

Question 46

How can the journalistic approach help you include all required information in your business messages?

Question 47

As a new supervisor,you need to introduce yourself to your team of ten employees.The best medium for this type of non-routine message would be

A)a face-to-face meeting.
B)an email message.
C)a conference call.
D)a text message.
E)a podcast.

Question 48

You've been asked to prepare a report on whether your company should consider other health insurance providers.List four informal techniques for gathering information to include in your report.

Question 49

Which of the following media would be best for sending a brief message (requiring no response from your audience)about an upcoming software update?

A)podcast
B)email
C)blog
D)videoconference
E)letter

Question 50

According to the concept of media richness,the richness of a medium depends on its ability to

A)use only one type of informational cue.
B)limit feedback.
C)allow personal feedback in large group settings.
D)convey a sense of affluence and exclusivity.
E)establish personal focus.

Question 51

A key advantage of oral communication is

A)the ability to plan and control the message.
B)the opportunity to meet an audience's information needs.
C)the ability to transmit highly complex messages.
D)the opportunity to get immediate feedback.
E)not having to worry about unconsciously conveying undesirable messages.

Question 52

Which of the following are advantages inherent in using a written digital channel to deliver a business message?

A)limited reach and capability
B)delivering messages quickly
C)privacy
D)increased productivity
E)security of confidential information

Question 53

Choosing the right medium for your message

A)is not important as long as the content of your message is accurate.
B)is important only when communicating with managers and supervisors.
C)is vital for external communication,but not important for internal communication.
D)can make an important difference in how your message is perceived.
E)is easier since electronic media are always the best option.

Question 54

Of the following media,which is the richest?

A)an electronic slide presentation that includes a prearranged series of images
B)a social media site that invites users' opinions and feedback on relevant topics
C)an audio podcast posted on Moodle
D)a formal business letter that's written on corporate letterhead
E)texting and IM

Question 55

Despite your numerous emails and voicemail messages,a normally dependable vendor has not responded to your important question.Which of the following would be a sensible next step?

A)Consider sending a printed message.
B)Broadcast "high-priority" or "urgent" emails at ten-minute intervals.
C)Use social media to vent your frustrations with the vendor.
D)Bombard the vendor with text messages until he responds.
E)Develop a podcast to be shared with the vendor.

Question 56

The ________ is the form a message takes,and the ________ is the system used to deliver a message.

A)channel; network
B)medium; channel
C)format; medium
D)channel; medium
E)network; format

Question 57

How can your audience's level of understanding help you determine the appropriate amount of information to include in a business message?

Question 58

According to your textbook,all of the following except ________ are factors you must consider when choosing a medium for a persuasive business message.

A)urgency of the message
B)cost of producing and sending the messages
C)your personal preferences
D)your audience's preferences
E)security and privacy

Question 59

In high-context cultures,________ media are often more effective than ________ ones.

A)leaner; richer
B)oral; written
C)foreign; domestic
D)leaner; written
E)written; oral

Question 60

List at least three strategies to help ensure the accuracy of information you include in business messages.

Question 61

When it comes to writing messages in today's business environment,

A)digital messages trump written printed messages every time.
B)printed messages are still preferred for formal correspondence or a court of law.
C)email has completely replaced printed memos for all internal communication.
D)printed messages are used primarily for negative messages.
E)printed messages are becoming more casual.

Question 62

In the workplace of today,most business communication efforts will involve the ________ combination.

A)written medium,print channel
B)oral medium,digital channel
C)written medium,digital channel
D)visual medium,print channel
E)oral medium,print channel

Question 63

A disadvantage of a written,printed message is that it

A)limits opportunities for timely feedback.
B)cannot reach geographically dispersed audiences.
C)minimizes the writer's ability to plan and control a message.
D)doesn't give recipients time to process the message before they respond.
E)deemphasizes any inappropriate emotional components.

Question 64

As long as your message is clear and interesting,the medium you choose doesn't really matter.

Question 65

The term visual media signifies any format in which one or more visual elements play a central role in conveying the content of a message.

Question 66

An effective communicator knows how to select the best combination of media and channels to reach his or her target audience.Identify the advantages and disadvantages of written medium with a digital channel.

Question 67

When you have to enter data on a mobile device,using ________ in public areas or shared offices can expose private message content and annoy anyone within earshot.

A)a stylus pen
B)a portable computer keyboard
C)voice recognition software
D)a touchpad
E)a wireless mouse

Question 68

Use the ________ to organize a message if you believe your audience will be receptive to what you have to say.

A)direct approach
B)indirect approach
C)dialectical structure
D)persuasive pattern
E)divergent model

Question 69

Briefly define media richness and provide at least one example each of a rich medium and a lean medium.

Question 70

People use mobile phones and tablets to create and consume a wide variety of written,oral,and visual media.Identify and discuss four factors that you must consider if you're planning to create messages that will be viewed on mobile devices.

Question 71

When sending a video to someone who will view it on a smartphone,________ may be a key concern for the mobile carrier and the customers alike.

A)screen size and resolution
B)data usage and operational costs
C)connectivity limitations
D)media richness
E)input technology

Question 72

As a classic form of written business communication,________ are brief written messages sent to customers and other recipients outside the organization.

A)letters
B)memos
C)reports
D)proposals
E)emails

Question 73

In general,audiences are likely to

A)ignore poor organization if the message is important.
B)draw inaccurate conclusions from poorly organized messages.
C)fully understand most messages,even those that are poorly organized.
D)feel more comfortable with free-flowing,disorganized messages than rigidly structured ones.
E)use a poorly organized message to open a line of discussion.

Question 74

Messages that combine powerful visuals with supporting text

A)can be effective because visuals lower communication barriers for multilingual audiences.
B)are more difficult to remember than purely textual descriptions or explanations.
C)should not be used to describe complex ideas or processes.
D)take more time to review than text only messages.
E)are effective because visuals minimize the relationship between parts that make up the whole.

Question 75

When you want to confirm,illuminate,or expand on the supporting points in a business message,use ________ if you believe that dramatic tension will stimulate your audience's interest.

A)facts and figures
B)narration or storytelling
C)references to authority figures
D)examples and quotations
E)detailed description

Question 76

A key distinction of the oral medium,in-person channel is ________ because it enables the nuances of nonverbal communication more than any other media-channel combination.

A)being in the same physical space
B)using digital means to transmit vocalizations
C)conveying spatial relationships and technical processes
D)overcoming barriers of time and location
E)that it increases the chance of miscommunication

Question 77

Briefly describe at least three factors to consider when choosing media for business messages.

Question 78

A manager is using the ________ when he or she "walks-around" to chat with employees face-to-face,seek input,answer questions,and interpret important business events and trends.

A)oral medium,digital channel
B)visual medium,oral channel
C)visual medium,in-person channel
D)oral medium,in-person channel
E)visual medium,digital channel

Question 79

One of the disadvantages of using an oral medium with an in-person channel is

A)limited opportunity for immediate feedback.
B)reliance on nonverbal cues and voice inflections.
C)the ability to express emotion in the message.
D)more time to resolve misunderstandings.
E)reduced control over the message by the communicator.

Question 80

The ________ of a message is its overall subject,while the ________ is a specific statement about that overall subject.

A)medium; theme
B)topic; main idea
C)scope; purpose
D)focal point; rationale
E)purpose; intent